San Ramon, Calif.- August 31, 2011 –Contact Centers are facing a wave of new challenges. With social media and self-service channels becoming a common method of interacting with customers, the need to support a multi-channel customer contact center is now greater than ever. With that need has come a proliferation of new multi-channel contact center technology choices. Many companies are opting for cloud based computing models. Cloud-based contact centers have advantages to be sure. They can...
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Ventana Research Press Releases
San Ramon, Calif.- August 30, 2011 – Sales force automation has reached it’s potential. It can deliver the ability to automate the development of sales opportunities with related accounts, contacts and interaction, sufficient but not enough. With increasing pressures for sales to achieve revenue targets, companies have deployed sales force automation (SFA) in the cloud at a rapid pace. Yet even the most sophisticated SFA solutions haven’t filled the gaps in managing processes and performance...
San Ramon, Calif.- August 10, 2011 – The pressure to deliver a great customer experience, deliver services efficiently and maximize profitability in the services sector has fueled the need for companies to harness and use data more wisely to remain agile and competitive. New benchmark research from Ventana Research finds that companies need to use business analytics to help them reach new markets, create new opportunities and make decisions that will guide them to success.
San Ramon, Calif.- August 2, 2011 – Newly completed benchmark research from Ventana Research shows organizations are paying more attention to managing the effectiveness of their workforce through total compensation management. The new research, which builds on the industry’s first benchmark in 2008, shows that companies have been steadily investing in total compensation management systems instead of the previously used piece-meal approach but the research also indicates there is still much...